Customer Service Rep

About the job
Key Responsibilities:

Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
Guide users through common tasks on the platform and provide clear instructions on platform functionality.
Troubleshoot technical issues, escalate complex problems to appropriate internal teams, and follow up to ensure resolution.
Maintain detailed records of customer interactions in the CRM system.
Educate customers on platform best practices, features, and updates to help them maximize product value.
Collaborate with cross-functional teams including Product, Engineering, and Account Management to resolve user concerns and enhance platform usability.
Identify and relay customer feedback to the product team to support continuous improvement.
Stay updated on new features and platform changes through internal training and resources.

Required Qualifications:

Strong problem-solving skills with the ability to think on your feet and resolve issues efficiently.
Excellent verbal and written communication skills.
Ability to learn and explain technical concepts to non-technical users.
Familiarity with cloud-based platforms or tools; prior experience with is a plus.
Experience using helpdesk systems (e.g., Zendesk, Salesforce) is a plus.
Organized, detail-oriented, and able to manage multiple tasks in a remote work environment.